Key Responsibilities
Platform Architecture & Design
Own the end-to-end architecture of the Zendesk ecosystem, including Support, Chat, Guide, Talk, and other relevant modules.
Define and implement scalable architecture, governance standards, and best practices.
Translate business requirements into functional and technical Zendesk solutions.
Integration & Automation
Design and implement integrations between Zendesk and external platforms such as Salesforce, Slack, Jira, and ServiceNow.
Work with middleware and integration platforms such as Workato, Zapier, MuleSoft, and Dell Boomi.
Develop and maintain integrations using Zendesk APIs, REST APIs, and Webhooks.
Build automation flows, triggers, and customized workflows to improve support operations.
Technical Leadership & Project Delivery
Lead technical discovery sessions and requirement-gathering discussions with stakeholders.
Drive end-to-end implementation of Zendesk initiatives.
Collaborate with developers, administrators, business teams, and external vendors.
Ensure timely and effective delivery of technical solutions.
Platform Optimization & Maintenance
Review and optimize Zendesk performance, configurations, and user experience.
Develop analytics and reporting dashboards to monitor operational KPIs.




Stay updated with Zendesk product releases, applications, and emerging capabilities.
Security & Compliance
Ensure integrations and data flows comply with security, privacy, and regulatory standards, including GDPR and HIPAA.
Manage role-based access controls and maintain platform security and data integrity.

Required Skills & Qualifications
Minimum 5+ years of hands-on experience with Zendesk as an Architect, Developer, or Administrator.
Solid experience in designing and implementing scalable Zendesk solutions and enterprise integrations.
Proficiency in REST APIs, JSON, Webhooks, and middleware integration tools.
Solid understanding of CRM platforms, ticketing systems, ITSM processes, and customer support operations.
Experience in Agile settings and managing end-to-end project delivery.
Excellent communication, stakeholder management, and problem-solving skills.

Preferred Qualifications
Zendesk Certified Administrator or Architect certification.
Knowledge of JavaScript and/or Python scripting.
Familiarity with ITIL frameworks and enterprise IT operations.
Experience integrating Zendesk with data platforms, analytics solutions, and AI/ML services.

📌 Technical Architect – Zendesk Bengaluru (India)
🏢 Synectics Apac
📍 India